Group Product Manager ( Assisted Support & Contact Center Platform)

Position Overview

Autodesk is seeking a highly motivated and experienced Senior Manager of Product to lead the strategy, roadmap, and execution for our suite of contact centre applications and underlying platforms and build a scalable agent experience ecosystem. This pivotal role will be responsible for defining and delivering innovative solutions that empower our customer service teams, enhance customer experiences, and drive operational efficiency. You will lead a team of product managers and collaborate closely with engineering, design, operations, and other stakeholders to bring impactful products to life.

Responsibilities

• Vision and Strategy: Develop and articulate a clear product vision, strategy, and roadmap for our agent experience and contact centre applications aaligned with the overall company objectives and customer needs
• Product Lifecycle Management: Own the entire product lifecycle, from ideation and requirements gathering to launch, iteration, and end-of-life
• Market and Competitive Analysis: Continuously monitor industry trends, conduct competitive analysis, and identify opportunities for differentiation and innovation in the contact centre space
• User-Centric Approach: Deeply understand the needs of our contact centre agents, supervisors, and administrators through user research, data analysis, and direct feedback. Translate these insights into actionable product requirements
• Roadmap Prioritization: Define and prioritize product features and initiatives based on strategic alignment, business value, technical feasibility, and resource capacity
• Cross-Functional Collaboration: Work closely and effectively with engineering, design, UX research, marketing, sales, and customer support teams to ensure successful product development and launch
• Team Leadership and Development: Lead, mentor, and develop a team of product managers, fostering a collaborative and high-performing environment
• Performance Monitoring and Optimization: Define and track key product metrics, analyze performance data, and identify areas for optimization and improvement
• Stakeholder Management: Effectively communicate product plans, progress, and results to executive leadership and other key stakeholders
• Vendor Management: Evaluate and manage relationships with relevant third-party vendors and partners in the contact centre technology ecosystem

Minimum Qualifications

• Bachelor's degree in Computer Science, Engineering, Business Administration, or a related field. MBA or advanced degree is a plus 
• 10 + years of product management experience, with a significant focus on contact center applications and platforms (e.g., CRM integration, agent desktop, workforce management, analytics, AI/automation in contact centres)
• Demonstrated success in defining and launching successful software products in an agile development environment
• Deep understanding of contact centre operations, technologies, and best practices
• Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions
• Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization
• Proven ability to lead and motivate a team of product managers. 
• Experience working with cloud-based platforms and SaaS solutions
• Familiarity with relevant industry standards and compliance requirements
• A passion for creating exceptional user experiences

Preferred Qualifications

• Experience with specific contact centre technologies or vendors (e.g. Genesys, InContact, Calabrio)
• Experience with salesforce service cloud
• Experience with knowledge and content management platforms
• Experience with AI and automation technologies in the contact centre.